Customer service & Outreach Officer

This role involves managing customer inquiries and maintaining positive relationships with clients and stakeholders to support the successful execution of organizational projects and initiatives. The position requires strong communication, coordination, problem-solving, and relationship management skills to ensure excellent service delivery and effective outreach.

Key Responsibilities

- Respond promptly to customer inquiries, complaints, and requests via calls, emails, messages, and face-to-face interactions.
- Maintain professional and positive relationships with customers, parents, partner institutions, organizations, and other stakeholders.
- Provide accurate and timely information about the organization’s services, projects, programs, and initiatives.
- Address customer concerns efficiently and escalate unresolved issues to the appropriate department or management.
- Keep detailed records of customer interactions, complaints, feedback, and resolutions.
- Conduct follow-ups to ensure customer satisfaction and timely issue resolution.
- Identify opportunities to enhance customer experience, service quality, and stakeholder engagement.
- Carry out outreach activities through calls, emails, meetings, visits, campaigns, and events.
- Identify and engage potential clients, partners, institutions, and relevant organizations to support partnership development.
- Maintain and update databases of customers, contacts, prospective partners, and outreach activities.
- Coordinate meetings, presentations, visits, and other engagement activities with relevant stakeholders.
- Assist in planning and executing outreach campaigns, awareness sessions, workshops, and promotional activities.
- Collaborate with internal departments to ensure timely responses and effective service delivery.
- Prepare summaries of customer feedback, outreach reports, and progress updates for management review.
- Monitor outreach activities, customer satisfaction, follow-ups, and performance targets.
- Uphold professional communication standards and represent the organization positively in all interactions.
- Ensure proper documentation, confidentiality, and accurate record-keeping.
- Perform additional customer service, relationship management, outreach, or project-related duties as assigned by management.

Required Qualifications

- Bachelor’s degree in Business Administration, Marketing, Communications, Public Relations, or a related field.
- 1 to 3 years of relevant experience in customer service, client relations, outreach, sales coordination, or stakeholder management.
- Fresh graduates with strong communication and interpersonal skills may also be considered.

Key Performance Indicators (KPIs)

- Customer satisfaction and feedback ratings.
- Timely resolution of customer inquiries and complaints.
- Effectiveness of customer follow-ups and relationship management.
- Number and quality of outreach activities completed.
- Achievement of assigned outreach and engagement targets.
- Accuracy of customer records and reporting.
- Quality of coordination with internal departments and external stakeholders.
- Contribution to partnership development and organizational project outcomes.

This position offers the opportunity to engage with diverse stakeholders and contribute meaningfully to organizational growth through effective customer service and outreach initiatives.